Definition:
A customer journey map is a visual representation of the steps a customer takes when interacting with a brand, from initial awareness to post-purchase engagement.
Key Elements:
Touchpoint Identification: Highlights various interaction points throughout the customer journey.
Emotional Insights: Captures customer emotions and pain points at each stage.
Experience Improvement: Serves as a foundation for enhancing customer experience strategies.
Why a Customer Journey Map Matters:
This tool provides valuable insights into customer experiences, enabling businesses to identify opportunities for improvement and enhance customer satisfaction.